UK firms are replacing domestic call centres with a mix
of nearshore and offshore centres in a bid to drive down
costs.
Rather than simply relocate contact centres to one area, the
Datamonitor report, ‘The Future of Outsourcing’, finds companies
are picking and choosing their locations across the globe.
This “best-shoring” approach - matching specific requirements to
different locations - means companies have far more flexibility in
the way they deal with customers.
In practice, that could mean locating the bulk of low to
mid-level customer care in offshore locations such as India, while
keeping the high-end, value add work closer to hand in the Czech
Republic or Egypt.
